Role: 2nd Line Engineer
Location: Basildon, Essex
Model: Hybrid-Working
Salary: Up to £38,000
About Our Client
Our client is a well-established UK-based IT Managed Services Provider (MSP) delivering reliable and forward-thinking IT solutions to businesses across multiple sectors. They offer a broad range of services including IT support, hybrid cloud solutions, cybersecurity, infrastructure management, low-code platforms, and AI technologies. The organisation is known for its strong customer focus, technical expertise, and commitment to service excellence.
Role Overview
Our client is seeking a 2nd Line Helpdesk Engineer to provide advanced technical support to their customer base. The role involves resolving complex IT issues directly and handling escalations from the 1st Line Helpdesk team. Support is delivered via phone, email, and a ticketing system, with an additional focus on contributing to and maintaining internal documentation and knowledge bases.
Key Responsibilities
1. Provide remote IT support, resolving complex technical issues efficiently
2. Troubleshoot and resolve tickets escalated from the 1st Line Helpdesk team
3. Maintain and update customer documentation and internal knowledge bases
4. Support and mentor junior engineers to help develop te...